Overcoming Sticker Shock in College DecisionsPhillip Levine, Wellesley College Michael Bartini, Bowdoin CollegeJill Pierce, Colby CollegeGina Soliz, Colgate University
The desire to improve college access and the imminent decline in the size of the college-going population heightens the importance of better communicating the availability of financial aid. Surveys show that students are likely only to know the sticker price of college, leading them to rule it out as option without knowing what they really would pay after factoring in financial aid. This session will explore the academic research showing the importance of sticker shock in students’ college decisions and successful interventions that have helped overcome it. It will also explore the experiences of financial aid administrators who struggle to overcome the problem, including their experiences using MyinTuition, a simplified financial aid calculator.

Federal Relations Panel Discussion - Shining Some Light on our Federal Relations CommitteeLucy Candal‐Fernandez, Montclair State University
Meredith Schor, The George Washington University
Peter Terebesi, Higher Ed Executives
Kerrie Cooper, SUNY Canton
Have you ever wondered what EASFAA's Federal Relations Committee does? Are you a self‐proclaimed
financial aid wonk? Are you looking for opportunities to get involved in advocacy and public policy?
Come hear our panel discussion to learn all about our committee and the important work we do and
learn how you can get involved too.

Understanding Student Loan Refinancing – A Primer on This Emerging TrendJulie Moreno Rehder, CommonBondAre you concerned about rapidly increasing student debt levels? Are you looking for solutions to present to your students that can assist them with managing their federal and private student loan debt as well as possibly reducing their total repayment costs and thereby reducing default rates? If these are issues you and your students face, refinancing can help! This session will explore the growing student loan refinancing trend by providing a primer on how student loan refinancing works. In addition, we will dispel the myths surrounding these products and provide you with counseling tools which you can use to advise your graduates and families so they can determine if refinancing is right for them.

What comes after GenZ?Scott Orris, ELM ResourcesWhat comes after GenZ? Many of us are still reacting to and/or preparing for GenZ, who are already on our campuses. Come find out what changes should already have been made to best interact with this group, and how we may be able to prepare for the group coming up behind them.

Improving Customer Service in Financial AidJessika Mantenuto, University of New HampshireSearching for something that sets your college apart from all the others? Try being kind! Creating a culture that provides great service to students and parents isn’t something that happens overnight. Learn how to define great service and implement a plan for providing it. Think you already serve your students well? Prove it! There’s always room for improvement.

NASFAA Credential – Packaging & Notification of Awards8:00 – 11:00 (note this is in lieu of the two morning concurrent sessions on Monday, May6th)
To earn this credential, you will need to know the strategies most schools use to combine various types of Title IV and non-Title IV aid from federal, state, institutional, and private entities, to create award packages designed to help meet the financial need of college students. In addition to knowing about packaging models and award notifications, you also will need to understand the concept of overawards, and how to prevent and resolve them. This will help you demonstrate the ability to meet a student’s financial need with funds from various sources, while ensuring equitable distribution of limited resources, maintaining compliance with program-specific requirements, and endeavoring to meet the mission, goals, and objectives of your school. The range of topics include: General Concepts of Packaging, Packaging Guidelines, Packaging Models and Processes, Overawards, Appeals and Award Notifications.

Concurrent Sessions #28:15 - 9:15 am

Awarding and Disbursing in a ModuleGregory Rinderle, McClintock & Associates, P.C.
Schools are beginning to offer education in different formats, in order to gain flexibility, while trying to remain standard term institutions. All this in order to meet the growing demands of our students. If your institution is thinking of experimenting with different programs and wants to maintain a compliant standard term program, then this session is for you.

Developing Innovation in Staff or Getting Your Ideas HeardMarie Johnson, University of Vermont
This session will introduce a model to be used by individuals that have ideas but they may not be fully formed, vetted by key stakeholders, etc. Too often when ideas are not adopted, individuals can become frustrated, disengaged and lose interest in coming up with new ideas. Budgets are tight everywhere and we need to leverage the knowledge and talents of those around us to find more effective and efficient ways of accomplishing our work. Bring with you real problems that we can work through together utilizing this framework.

Difficult Conversations: Recognizing and RespectingDanette Burgess, American University
To provide better understanding of diversity and inclusion in the workplace .Increase awareness of diversity considerations in the office with the goal of preventing communication breakdown that occurs in the work environment. We will discuss race, gender and culture in the office. One of three part track series for certificate

Engaging with Students in the Age of Artificial Intelligence and ChatbotsKathleen Roebuck, FATV
Do you feel overwhelmed in responding to student questions? Does your phone ring off the hook? Are there long wait lines outside your door? Do you feel like you are constantly repeating the same information? Do you wish there were ways your students could 'self-serve' to a greater degree? Do you wish you had help so you could focus on your most critical 'to dos'? Have you seen cutting edge technology support customer services in other businesses and industries - like online chat services? Have you ever wondered how such innovation could help you? If you answered yes to some of these, then we have the session for you. Students today want to find as many answers as possible on their own and only come to you when they need personalized service. You want to free up time to process more quickly and help students when they need it most. Artificial Intelligence (AI) makes this possible by providing your students answers that are available 24.7.365 in the online chat environment they prefer. Join us to understand how you can create a world where you phone isn’t ringing as often and you have time to engage students in conversations about complex questions and student success when they reach out to you.

Concurrent Sessions #39:30 - 10:30 am

Building a Financial Literacy Peer Education Program: The Highs and Lows of Year OneSarah Hinman, University of Maine, FarmingtonIn 2018 the University of Maine Farmington received a grant to develop a Financial Literacy Peer Education program that by fall 2020 will be implemented at all seven University of Maine system campuses. Hear from the program coordinator and student peer educators how they have navigated the implementation process, grown their brand on campus, and plans to expand to the other campuses. Attendees will also have the opportunity to workshop their own ideas for building a financial literacy programs with feedback from the peer educators.

Shining A Light on Competing PersonalitiesRich Neilsen, New Hampshire Higher Education Loan CorporationDo you know your personality color? Do your peers? Understanding the perception and interpretation of different personalities can help to bring professional congruence within your department. In this session we'll identify your color, highlight your traits and discuss how understanding the various interpretations of those traits can bring strength and understanding to your office team.

R2T4 in a Module EnvironmentGregory Rinderle, McClintock & Associates, P.C.Are you offering a program in modules? Do you even know? Are you doing it right? Are you sure? This session is about taking modules and mixing it with R2T4. If you work with modules or plan on working with modules then come to this informative session as we review common definitions, regulatory requirements and walk through several case studies.

Refreshment Break
10:30 – 11:15 am

Concurrent Sessions #411:15 am - 12:15 pm
The Business of Colleges: Customer Service that Honors the Family's Investment
Nadja Corcoran, University of New England
Matt Sullivan, Sallie Mae The combined office approach to serving students via the Student Financial Services model has gained increased momentum as schools work to grow enrollment within a shrinking high school demographic. The principal basis for the Student Financial Services model is improving the customer experience for students. Nadja Corcoran, Director of Student Care and Outreach for Student Financial Services at the University of New England, will share why UNE made the decision to merge and how they made it happen; how they maintain and augment the student/family experience; and the measurable results which occur as a result. The success of UNE’s Financial Services model hinges on the overall “Customer Experience.” Matt Sullivan, VP of Customer Service/Call Center at Sallie Mae, will also share corporate customer service strategies on defining the experience you want to deliver and creating a customer service culture within your department. Matt will also discuss the importance of consistent measurement to drive improvement. The combined philosophies of UNE's Student Financial Services and Sallie Mae will help you to shape your goal to improve the student experience, far beyond putting Financial Aid and Student Accounts in one convenient location.

Earlier Awareness: Building Closer Community Connections between Financial Aid and Middle SchoolsAshley Norwood, American Student AssistanceFinancial aid administrators often build strong bonds within their local communities, volunteering for financial aid nights, “FAFSA Days” and early college awareness events. However, many of these activities ignore the crucial middle school years. This session explains why financial aid administrators should build relationships with middle schools, so they can get students at a younger age to start thinking about higher education. Drawing upon the experiences of our “Operation Exploration” pilot, we provide best practices for conducting outreach to middle school administrators and counselors, and developing impactful programs that speak to a younger crowd – and a shorter attention span.

The Only Constant is ChangeKathy Anderson, Bentley UniversityAs financial aid professionals, our job has always been to help students pay for higher education. What is constantly in flux is the way in which we do our jobs. New systems, new packaging policies and evolving regulations mean there is never a dull moment. Learn some tips and methods for dealing with change, as well as ways to keep everyone engaged and on board with our ever-shifting world.

How Are Students Really Managing Finances? Results from a Multiyear Behavioral AssessmentTami Gilbeaux, InceptiaGain insights from Inceptia’s first multiyear research project, in which we worked with over 60,000 students from across the country to gain insight into their personal finance successes and challenges. From credit, to student loans, to alternative banking, the assessment was designed to gauge a full range of financial capability markers. The results can help all financial education advocates keep their finger on the pulse of what students know, what they think they know, and areas in which we can help bridge the gap.

Lunch and NASFAA Chair Update
12:30 - 2:00 pm

Exhibitor Room Open
2:15 – 3:30 pm
Concurrent Sessions #52:15 - 3:15 pmFICO Research: Financial Literacy Efforts that Have Proven Results
Maureen Fagen, Sallie MaeIncreasing financial knowledge and equipping individuals with tools to make better financial decisions is on the forefront of financial education. Learn how a recent multi-year field experiment demonstrated that viewing a FICO score influences and promotes positive financial behaviors. Attendees will also get a review on how to talk to students about building a positive credit record and FICO score.

Certification of the FAA: An OverviewNeville Brown, Eastern Connecticut State UniversityAn overview of Certification of the FAA, understanding the concept; implications, impact and promise

Safeguards Rule of the Gramm-Leach-Bliley Act (GLBA) - 15 years of ComplianceMarjorie Arrington, Cooley LLPThe presentation will briefly review the history of GLBA Safeguard Rules, offer an explanation why GLBA and its rules apply to higher education and why GLBA Safeguards Rule compliance is no longer 'business as usual' for higher education institutions. Join this session to learn about recent activity surrounding the regulation; the inclusion of compliance with cyber security requirements be included in FY18 audits and other updates on other privacy regulations. Discuss and learn what to anticipate what may be coming next, how to prepare a cybersecurity audit plan and the impact of these changes on IHLs.

Private Alternative Loans- an Important Part of the Equation
Donna Shelby, Citizens BankAffordability plays a significant role in college choice and most families have to borrow at some point. Private Alternative loans have become an important part of the equation when considering overall value and how to finance college. Empower your families with the information they need to make the right choice for their borrowing needs. This session will provide an update on the wide array of products and new features developed in the marketplace as well as smart tools you can implement to improve your student’s experience.

NASFAA Credential – Student Eligibility9:45 am – 12:30 pm (note this is in lieu of the morning concurrent sessions on Tuesday, May 7th)
To earn this credential, you will need to know the basic principles and processes of student budget construction. You will need to know the standard components of a student’s cost of attendance (COA), allowable additional costs, and rules related to recalculation of the COA. This will help you demonstrate the ability to protect the integrity of the Title IV programs by ensuring your school’s COA policies and procedures result in the construction of accurate and appropriate student budgets, which directly affects the equitable distribution of financial aid funding. The range of topics include: Student Budget Construction, Cost of Attendance Components and Restrictions, and Recalculations and Non-Title IV Aid.

Concurrent Sessions #69:45 – 10:45 am

The Road to the Successful Implementation of a Mobile Food PantryJulie Hickman-Godoy, Ithaca CollegeAccording to the Hope Lab Report, 38% of university students experience food insecurity. (April, 2018) This session will walk through the process that Ithaca College used to address the needs of students and find an aid in battling food insecurity on campus. We will examine the steps used to successfully bring a Mobile Food Pantry to Ithaca College and the continued efforts to run the pantry. Campus requirements, roles and challenges will all be part of the conversation. The Ithaca experience is cross-collaborative and has created a strong sense of community between volunteers and students.

Changing & Aligning Financial Aid Terminology for Students and FamiliesHolly Morrow, uAspireThe financial aid process can be full of jargon and for many students and families. It is a major barrier to clearly understanding the process, their financial aid, and ultimately their college costs. Removing jargon and terms that students and families don’t understand, as well as bringing the language we use into alignment with each other so students can more easily compare financial aid offers can help remove barriers and increase understanding and access for all. Thinking critically about alignment and clarity around the financial aid terminology you use on your student-facing materials can be a game-changer for your students and staff. This session will discuss some of the ways changing the terminology on the materials you share with students can change the way you serve students and open up a discussion on best practices for implementing shifts at your college or university and aligning with others.

Let's Make Time Management Happen!Julie Lawton, Cognition FinancialWe all have the same amount of hours in the day, but why do some people seem to get so much more done than others? If you are like most of us, you have attended the sessions, heard the tips and know what you’re supposed to do, but still have not mastered the ever so important skill of time management. We will take a look at several different strategies as well as mind sets that can improve your ability to be more productive and less stressed both at work and at home.

Practical Advice for Finding the Leader in YouLori VedderYou have decided on a career in financial aid, but you want the most from it. You have leadership tendencies, but not sure what others may think or how to further develop them. This session will provide some practical advice as well as let you in on what others may see in you, where they are noticing it and what you can do to get the edge on finding the leader in you.

Refreshment Break
10:45 - 11:15 am

Concurrent Sessions #711:15 am - 12:15 pmWhat Do We Need to Tell Faculty and Deans About Financial Aid?
Allene Curto, Springfield CollegeHow do we convey the required federal rules that govern the entire institution to faculty and other members of the academic team? This session will cover some of the areas that need to be communicated and some ways to implement the rules to better serve students.

Microagressions and Implicit bias
Danette Burgess, American University
This session will provide an overview of microagressions and implicit bias and provides some resource tools that financial aid professionals can use to help address concerns. This would be part of a three part track where individuals could get a certificate after completion

'Nudging' and Retaining an Untapped Enrollment Demographic Pool
Patricia Thompson, SUNY System Administration
Changing student demographics and economic challenges have challenged many colleges to adapt in order to survive and strive. During this round table discussion with State University of New York (SUNY) Leaders, learn how SUNY is reengaging and retaining college stop-outs by 'intrusively nudging' this seldom tapped enrollment demographic pool. This session will outline an easily adaptable, cost efficient email communication program that was developed by SUNY and deployed statewide via strategic partnership. Case study data from recent academic terms will demonstrate how SUNY has been able to enhance tuition recovery rates by improving college enrollment and student completion rates at their four-year, community college and technical college campuses. Best practices for campus replication will also be shared with session attendees.

Boost Morale & Improve Results
Wynette Zuppardi, Brown University
Based on the real life success of the World Famous Pike Place Fish Market in Seattle, Washington, we will learn how to be fun, friendly, attentive and enthusiastic at work. This session will help improve customer service, teamwork, employee engagement, recognition, retention and leadership. The FISH! Philosophy empowers employees to be more effective in all aspects of customer service and life!

EASFAA Luncheon and Annual Business Meeting
12:30 - 2:15 pm

Conference Registration Open
2:15 – 4:15 pm

Exhibitor Room Open
2:15 – 4:15 pm

Concurrent Sessions #82:30 – 3:30 pm

A Day in the Life…of a Financial Aid DirectorPatti Donahue, Binghamton University
For those thinking about making the move to DIRECTOR but are hesitant, this session is for you. An example of “a day in the life…of a financial aid director” at a 4-year public will be presented along with a review of responsibilities, challenges, and rewarding results. With the help of my colleagues, we will also discuss how responsibilities differ based on sector, organizational structure, funding, and resources. Come join us - you might just decide your next career move!

Higher Education Committee of 50Justin Draeger, NASFAA
David Sheridan, Columbia University School of International and Public Affairs
Convened by the National Association of Student Financial Aid Administrators (NASFAA), the Higher
Education Committee of 50 set out to develop policy solutions to help surmount obstacles preventing
students from enrolling in, paying for, and graduating from college. The Forward50 is comprised of
college presidents, enrollment managers, admissions staff, financial aid and bursar leaders, members of
governing boards, students, and other leaders from all sectors of postsecondary institutions. In this
session, presenters will discuss the work of the Forward50 and share the policy recommendations its
members put forth to improve and increase college access, affordability, accountability and
transparency.

What Your Students Really WantMark McGinnis, CampusLogic
Communicating effectively with students requires first getting their attention. Students today are used to mobile, online communications—they aren’t used to waiting for information. Don’t believe us? Believe the 730 students we surveyed nation-wide. Hear about the improvements they want to see made to the FinAid process – and how you can meet them with technology. Learn about the channels that increase student engagement and share your own ideas and experiences about how we can communicate better with our students.

Visit with Exhibitors
3:30 – 4:00 pm

Concurrent Sessions #94:00 - 5:00 pm

Assessing Administrative and Student Support Departments
Dr. Gail Baksh-Jarrett, LaGuardia Community CollegeAssessment is important to higher educational institutions for accreditation and to demonstrate continuous quality improvement. Student Learning Outcomes (SLO) must be documented for each unit to indicate whether the departments have met their goals. Participants will learn the components of Assessment and explore Direct and Indirect outcomes.

Conflicting Information and Data AccuracyAllene Curto, Springfield CollegeFAO operates on the information that we are given. How do we ensure that we receive the most current and accurate information and avoid having different information from another office or another source that contradicts the information that FAO has and is using? Subsequent ISIRs, data held by other offices and unsolicited documents that are received are just a few of the many items that we need to monitor, review and address.

Best Practices in Diversity & InclusionDanette Burgess, American UniversityLearn what successful techniques that colleges and universities are using towards diversity initiatives

Trends in Higher EducationKatrina Delgrosso, College Ave Student LoansJoin this session to discuss the latest findings of higher education trends, including recession and post-recession enrollment, college pricing, and financial aid trends. This session provides a foundation of evidence to strengthen policy discussions and decisions about higher education, as well as illustrate how the payoff of higher education is high.